We are what we repeatedly do. Excellence then is not an act but a habit!
Are you satisfied with the habits of your employees? What can you do differently?
Your greatest advantage is a well trained, motivated staff! Transform the poor-performing habits into results-driven habits. Good habits grow from . . .
- Knowledge – understanding what, how, and why we need to do something
- Attitude – desiring to transform our knowledge into skills and ultimately into a habit
- Skill – applying that knowledge in a practical situation
In order for your corporate value of Excellence to exist, you must establish a specific ongoing process to transmit knowledge and, in turn, improve employee’s skills.
What Others Are Saying . . .
Dave and his staff always do their homework on our department to best tailor to our training needs. They find out as much as they can about our company so Dave can talk in terms that make sense to our staff.”
Joanne Mathis, Golden West Telecommunications
How do we customize your training program?
Every company has specific needs and training objectives; we involve a variety of tools and approaches to ensure that we clearly understand your needs, desires, concerns, objectives, and related processes in advance of training.
- Identify specific strengths and opportunities for improvement through specific performance measurement processes
- On-site interviews with your management team
- Pre-Training Questionnaires for key members of management
- Planning sessions with involved members of management
Customer Service Training
Whether the customer or coworker interaction is on the phone or face-to-face, the skills and behaviors used during that interaction are the basis for that customer’s experience.Our trend-setting training programs are customized to help exceed your expectations for enhanced staff performance, increased customer satisfaction, expanded awareness for effective communication and listening with both your customers and coworkers, and in general, to help your staff become your greatest advantage – a highly competent workforce.
Relationship Selling Training – Selling for Those Who Hate to Sell!
Relationship selling is all about building a relationship with your prospects and listening to their needs. Once you’ve built that relationship, shown you care, and earned their trust, you are on the road to making them a customer. Knowing their needs can help you find solutions for them that are exactly on-target with their needs and build an even stronger relationship. With a relationship in place, working out details is a breeze. Our training breaks this process into simple, manageable steps that can be easily taught.
Selling for Technicians!
Field Technicians have countless face-to-face interactions with customers, and therefore, have countless opportunities to strengthen the relationship with the customer, and therefore, have countless opportunities to strengthen the relationship with the customer. This workshop is geared to augment the experience for your technicians and their struggles. With a focus on developing and enhancing both their customer service and sales skills, this workshop takes the fear and resistance out of selling and models a simple and effective model to engage technicians with their customers for meaningful results.
De-escalation of Difficult Situations
Communication is a key factor in the ability to de-escalate any situation, and both verbal and non-verbal communication play a part. Our approach involves learning how to deal with unhappy, irrational, angry or upset customers and how to use the H.E.A.R.D. technique to defuse emotional customers. As well, we incorporate techniques to help your staff from becoming angry with a customer, which only exacerbate the already difficult situation.
Customer Retention Training
If it costs you about five times as much to get a new customer as it does to keep an existing customer, then your staff needs to understand the value of building a relationship with your customers and how to do that!! Our retention training program will incorporate identifying your specific reasons for customer loss and the obstacles your staff faces with in dealing with those, and develop the skills in your team to help overcome these challenges, help reduce your customer churn, and enhance your customer relationships.
From Conflict to Collaboration
Understanding the root causes of conflict and how to effectively communicate your way through them can be challenging. Conflict arises from various personality types, differences in perception, miscommunication, and concerns, fears and other disruptive emotions. Miscommunication can result in conflict, which when unresolved, ultimately leads to poor customer service, both internally and externally. This customized training focuses on helping your management team to open up communication on those challenges that are holding your company back from being a cohesive team and achieving optimal results.
Coaching Your Staff to Improved Performance
Our Collaborative Coaching Model is effective for your supervisors and managers to develop the telephone or face-to-face service or sales skills of their staff in a private setting. We will work with your Coaches to teach them how to provide the structure, support, feedback and individualized training that is critical for each member’s success. It helps to overcome obstacles to achieving success through a clearly defined course of action and provides the process for accountability for the front-line staff as well as the Coaching staff.
Developing Leaders at Every Level of Management
Leadership and Management are not synonymous. To manage can simply mean to be in charge, to control, or to take responsibility. Leadership usually means to inspire, to motivate, or to help others achieve goals. Not only is it critical to master task-oriented skills such as organizing, planning, controlling and delegating, but managers must also have the skill sets to be a dynamic leader. In advance of our leadership training, each participant completes online a confidential, self-assessment of their leadership style. Our workshop is centered around the various leadership styles and understanding how to communicate and more effectively lead their staff to maximize current performance and to grow and develop so that they can perform even better in the future.